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Service Manager

Location:
Manila, Philippines
Posted:
May 19, 2020

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Resume:

AREAS OF EXPERTISE

Service Delivery

Account Management

Team Supervision

Call Center Operations

Management

Client and Customer

Engagement

Business Process Improvement

Performance Analysis and

Management

Budget Management

Customer Service

Customer Escalations

Quality Assurance

Coaching and Training

Service Delivery

Team Motivation

Equal Opportunities

TRAININGS ATTENDED

Six Sigma Greenbelt

Training

High Performance

Management

Effective Negotiation

Skills Training

Convergys Leaders as

Coaches

PERSONAL SKILLS

High performance

Decision making

Catherine Sacamay

Manager, Support Operations

PERSONAL SUMMARY

Passionate in service delivery, people and client management. Over 7 years’ experience managing teams of various projects. Maximized many great opportunities on challenging projects, customer escalations, and people management. Earned leadership status by setting inspirational goals and setting examples – excellent organizational, motivational and management. Maximized team performance. Excels a t identifying, developing and using strengths of team members, as well as locating, detecting and resolving problems and weakness of each individual team member. A highly motivated professional able to give timely and accurate advice, guidance, support and training to team members and individuals, having the ability to work with minimum supervision whilst leading a team of fifteen (15) or more. Having a proven ability to lead by example, consistently hit targets, improves best practices and organizes time efficiently.

WORK EXPERIENCE

Infor PSSC/ HCL Technologies

Manager, Support Operations 2017 – 2019

Duties and Responsibilities:

• Provides direction, supervision, coaching, training and leadership to team to ensure operational effectiveness and continuous development of staff.

• Ensure staff meets/exceeds defined measurements, customer satisfaction and objectives (KPIs) with regard to responsiveness, incident closures, incident backlog and Knowledge Base use (if applicable) and refinement of solutions.

• Ensure that the goals and objectives of the team are achieved with maximum efficiency in support of the company strategic plan and global quality procedural standards.

• Recommends and implement policy and procedure changes as needed to achieve team objectives.

• Provides a leadership role in customer situations, keeping both customer and interested parties within the company informed as to on-going status.

• Represents the support organization and the customer perspective in interactions with other departments.

• Hires, conducts performance reviews, coaches, recommends salary increases, addresses discipline situations and performs other personnel management actions.

• Create a team environment that encourages and rewards high performance.

• Monitor overall product quality and supportability for assigned product area and provide feedback to Product Development

• Participate in 24x7 management escalation process

• Participate with budget management including budget preparation, forecasting and variance reporting

IBM Client Innovation Centre, Malaysia

Delivery Project Executive 2015 – 2017

Duties and Responsibilities:

• Manage the day to day Service Delivery operations.

• Achieve contract SLAs and agreed SLOs.

• Achieve agreed Account satisfaction targets; participate in the Account Satisfaction process to drive improvements in service quality. PERSONAL DETAILS

Address:

#24 Tierra Dayao Subd.,

Sta.Cruz, Guiguinto, Bulacan

Mobile Number:

+639*********

addbs3@r.postjobfree.com

EDUCATION

Bachelor’ Degree in Elementary

Education (1999-2004)

AWARDS AND

RECOGNITIONS

Excellence & Eminence Award –

CMS DPE Japan Team

Excellence & Eminence Award –

CED Training

LANGUAGES

English

Tagalog

REFERENCES

Available upon request

• Follow standard Service Management processes and adopt tools as appropriate.

• Manage Account Cost to agreed plan and implement Productivity Improvement initiatives.

• Manage problems and changes according to contracted SLAs/SLOs, ensure sound RCA to avoid repeated occurrences.

• Develop and drive Service improvements based on RCAs, trends and client inputs.

• Manage Account Compliance.

• Ensure day-to-day service operations communications are delivered to the client.

• Provide leadership and direction to the Service Delivery teams involved in service delivery.

• Develop and present client reports.

Convergys Malaysia Sdn. Bhd.

-Formerly Datacom Southeast Asia Sdn. Bhd.

Team Leader – Canon Singapore Pte. Ltd May 2013 – July 2015 Ensuring that the team is motivated, monitored and measured in line with company targets and performance standards. Responsible for making sure that any gaps in performance or quality are quickly identified and addressed. Produce accurate reports on team performance for senior managers.

Duties and Responsibilities:

• Preparing daily workloads for staff & coordinating the daily allocation of work.

• Manage escalations from Frontline Support Agents/Non-Agents.

• Take overflow calls if required to ensure Service Level (SLA).

• Monitor backlogs in callbacks/escalations.

• Prepare daily, weekly, monthly and quarterly operational reports.

• Execute readiness planning and initiating tactics and strategies to support products and customers.

• Execute technical and procedural competency/expertise of Support Team and Customer Satisfaction results produced from the team.

• Motivating the team to achieve high standards and KPI targets.

• Execute efficient business to maximize Customer Satisfactions.

• Execute Quality managed predominantly through COPC framework.

• Continuously proactive evaluation and improvement of performance metrics and processes.

• Ensure consistency in Performance Management, constantly being monitored and action to resolve.

• Handling new client enquiries and acting as the face of the business. Dealing with and resolving problems and issues which arise.

• Mentoring and training up junior and new staff.

• Arranging & chairing team meetings, focusing on targets & achievements, implementing new initiatives.

• Involved in the recruitment of new staff.

KEY SKILLS AND COMPETENCIES

1. Subject Matter Expert

2. Established business process improvement to meet and/or exceed error rate target set by client

3. Consistently meeting client targets

4. Strong decision making and problem-solving skills 5. Able to motivate and lead others in a team environment 6. Excellent communication skills both written and verbal 7. An ability to build rapport and trust quickly with work colleagues 8. Able to prioritize tasks and workloads in order of importance 9. Track record of delivering results with deadlines Datacom Southeast Asia Sdn. Bhd., Malaysia

Team Leader – Microsoft Store SEA July 2012 – May 2013 Ensuring that staffs are motivated, monitored and measured in line with company targets and performance standards. Responsible for making sure that any gaps in performance or quality are quickly identified and addressed. Produce accurate reports on team performance for senior managers.

Duties and Responsibilities:

• Responsible for the overall performance of the team with strong focus on the technical and cross-sell/up-sell performance of individual agents.

• Supply all required knowledge on adhoc and structured basis.

• Monitoring and managing performance of all KPI’s including Quality of Service and Phone Metrics.

• Providing training and expert advice for team members.

• Analyze data from multiple sources.

• Find areas in need of improvement.

• Provide Process improvement and staff management KEY SKILLS AND COMPETENCIES

1. Subject Matter Expert

2. KPI targets consistently met

3. Strong decision making and problem-solving skills 4. Able to motivate and lead others in a team environment 5. Excellent communication skills both written and verbal 6. An ability to build rapport and trust quickly with work colleagues 7. Able to prioritize tasks and workloads in order of importance 8. Track record of delivering results with deadlines 9. Overcome challenges of a Start-Up line of business 10. Negotiation Skills

11. Completed Minimum Skills training as required by COP



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